Client Services Administrator/call Handler - St Albans, United Kingdom - Outsourced Professional Administration Ltd

Outsourced Professional Administration Ltd

Verified Company

St Albans, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Profile

Job Title Client Services Administrator (Call Handler)

Department Administration

Reporting to Call Handling Team Leader

Job Mission

To assist in the provision of excellent Customer Service to ensure the successful outcome of all telephonic and written correspondence for our client products.

Work with Manager and Team Leader on efficiency gains and also at reducing errors and breaches by ensuring procedures are adhered to at all times.

Ensure all relevant regulatory requirements are met including the FCA's Conduct Rules and Principles.

Competencies required upon recruitment
Minimum 1‐2 years' experience within the Financial Services Industry.

Minimum 2 year's experience of working within a fast paced Customer service centre taking a high volume of calls each day

Operational Excellence

Works to a high standard and continuously seeks opportunities to enhance personal performance, process/systems/service improvements within the call handling role.

People
Demonstrates integrity, respect, teamwork and effective communication skills with people at all levels.

Commitment
Displays willingness, enthusiasm and flexibility to task completion.

Quality
Pays attention to detail, completes tasks in a timely manner, consistently produces quality outputs

Risk
Adverse to risk taking and understands Risk Analysis to avoid undue risk to the business.

Security Awareness
Has a thorough understanding of Data Protection and other forms of protection of data or assets within an organisation.

Primary Job Objectives

To undertake work allocated by the Team Leader providing a first class service to clients in response to enquiries or instructions by telephone
Maintain effective and efficient work processes as agreed with the Team Leader and ensure compliance with regulatory and client requirements.
Undertake training, as agreed with the Team Leader.
Work towards agreed objectives as agreed by the Team Leader.
Maintain any control systems and ensure the accuracy and quality of the work given by the Team

Leader.

Provide an excellent standard of service and continually meet performance measurements as outlined in your performance management document
Compile any management information for internal reporting as required by the Team Leader.
Deal with correspondence to and from clients as necessary, bringing any issues to the attention of the Team Leader.
Deal politely with clients on the telephone and escalate any difficult conversations to the Team

Leader as necessary.

Ensure the Team Leader is informed on all issues arising at all times.
Support and work in accordance with OPAL's ISO27001 and TCF policies and procedures
Achieve and succeed service standards on call answering and missed calls.
Comply with legislative and regulatory requirements, e.g. data protection, money laundering, FCA rules, treating customers fairly
Work as part of a team, assist colleagues if directed and escalate all issues to your Team Leader as appropriate
Ensure high levels of flexibility within the company as and when required
Adopt the ISMS culture, adhere to the Company objectives and uphold all security measures in place to maintain ISO27001 accreditation.
Fully understands the complaints procedure adheres to our regulatory guidelines.

Secondary Job Objectives

Process general administration, policy amendments, death processing, maturity processing and new business inputting in a timely and accurate manner

Additional Knowledge Required To Become Fully Competent

Working knowledge of ISA administration processes
Working knowledge of Protection products
Working knowledge of Bonds and securities
Working knowledge of Structured Products

Essential Knowledge and Experience Required At Recruitment

Minimum qualifications of GCSE standard or equivalent (Level B and above)
Experience of at least 1 year within administration
Good inter‐personal, organisational and communication skills
Ability to work to tight deadlines in a pressurised and fast moving environment
Ability to adapt to change with a flexible approach
Strong communicational skills and good attention to detail
Proficient in Microsoft Excel and Word

Output Responsibility

Compliance with industry and statutory regulation
Comply with company procedures
Comply with SLA's
Comply with all regulatory and legal requirements
Responsible for complying with working practices and procedures
Responsible for accurate and efficient processing

This is a brief and concise description of the job's principal duties and responsibilities.

Job Types:
Full-time, Permanent

Salary:
Up to £24,000.00 per year

Benefits: